Shipping Policy

Shipping & Delivery Policy

Last updated: April 20, 2026

Direct Factory Shipping

Big Dig USA operates a direct-factory shipping model. Your order ships from our partner manufacturing facility directly to your delivery address. This cuts out the dealer and warehouse markups that make the same equipment cost 30–50% more through traditional retail channels. We include all shipping costs in your product price — there are no surprise freight charges.

Delivery Timeline

Standard delivery time for all equipment is 3 to 4 weeks from the date your payment clears to the date the freight carrier delivers to your address. This breaks down roughly as:

  • Days 1–3: Order processing, payment verification, export documentation
  • Days 4–20: Ocean freight transit to the United States
  • Days 21–25: US customs clearance and inland freight dispatch
  • Days 25–28: Inland delivery via LTL freight carrier

Delivery times are estimates, not guarantees. Weather, port congestion, customs inspections, and carrier delays can extend this window by 1–3 weeks. We will provide tracking information once your shipment enters US inland transit.

What "Free Shipping" Covers

Free shipping to addresses in the contiguous 48 United States includes:

  • Ocean freight from the manufacturer
  • US port of entry handling and customs clearance
  • LTL freight to your delivery address
  • Basic curbside delivery (the carrier offloads the shipment at the nearest safe point to your address)

Free shipping does not include:

  • Shipments to Alaska, Hawaii, US territories, or international addresses (contact us before ordering for a custom freight quote)
  • Liftgate service — available for an additional fee, required if you do not have a loading dock or forklift
  • Inside delivery, threshold delivery, or white-glove service
  • Rescheduling fees if you miss the scheduled delivery appointment
  • Storage fees if you cannot receive delivery within 48 hours of carrier notification
  • Re-delivery fees if the carrier cannot deliver due to incorrect or incomplete address information provided at checkout

Your Responsibilities at Delivery

You are responsible for:

  • Providing a complete, accurate delivery address, including any access restrictions the freight carrier needs to know (gated community, narrow roads, low bridges, steep driveways, weight limits).
  • Being available to receive the delivery within the carrier's appointment window or designating someone who can.
  • Inspecting the shipment before signing the carrier's delivery receipt. If you sign the delivery receipt without noting damage, any subsequent damage claim may be rejected by both the carrier and by Big Dig USA.
  • Having the means to offload the shipment. Heavy equipment shipments may exceed 1,000 pounds. Without a loading dock, forklift, or tractor, you must purchase liftgate service at checkout.

Damaged or Missing Shipments

If your shipment arrives with visible damage or is missing items:

  1. Note all damage on the carrier's delivery receipt before signing. Write "damaged" and describe what you see. Take photos before the carrier leaves.
  2. Contact Big Dig USA within 72 hours of delivery at partshubhq@gmail.com with your order number, photos of the damage (including the original packaging), and a description of what arrived damaged or is missing.
  3. Damage claims reported more than 72 hours after delivery, or without photographic evidence, may not be eligible for replacement or refund.

See our Refund Policy for how we handle damage claims.

Shipments That Do Not Arrive

If tracking shows your shipment as delivered but you did not receive it, or if your shipment has not moved in tracking for more than 14 consecutive days after the expected US arrival date, contact us at partshubhq@gmail.com. We will work with the carrier to locate or replace the shipment. Claims for non-delivery must be reported within 60 days of the original ship date.

Order Cancellations

Orders may be canceled for a full refund only before they have been processed for export (typically within 24–48 hours of order placement). After export processing begins, orders cannot be canceled. We will notify you by email when your order has entered export processing.

Questions

Email partshubhq@gmail.com or call (470) 892-9063.